SYS 186: How We Create Outstanding Client Experiences Through Systemized Communication

Systemize Your Success Podcast

🎙 Dr. Steve Day discusses how small businesses can implement systemised communication strategies to enhance customer satisfaction.

He shows the importance of transparent communication through two case studies. One involves tenant deposit returns for estate agents; the other focuses on report writing for expert witness agencies.

By breaking down backend operations, businesses can improve the overall customer experience. Providing clients with updates at each stage helps build trust. Additionally, Steve emphasises the value of automation and standardised communication to streamline these processes effectively.

KEY TAKEAWAYS

💡 Amazon's communication skills in tracking orders can be a model for small businesses to improve customer satisfaction.

💡 Implementing a clear and automated communication system can enhance the client experience and reduce the need for customer service interactions.

💡 Providing clients with updates at each stage of a process, similar to Amazon's tracking system, can alleviate stress and build trust.

💡 Standardised emails at different process stages can keep clients informed and manage expectations effectively.

💡 Utilising email automation tools or virtual assistants can streamline the communication process and ensure consistency in client interactions.

BEST MOMENTS

00:00 - 💬 “Whether you love or hate Amazon, there's no denying they have incredible communication skills when it comes to letting you know, as their customer, exactly where your order is up to.”

11:04 - 💬 “And so by this simple idea of breaking down the backend stuff, just like Amazon does, you're breaking down whatever the process, the backend process is to you giving the end results to your client and then telling your client what those steps are.”

11:33 - 💬 “So opening up your back end operations to your client in a nice and simple way to say the 6 stages for me delivering this product to you or the service to you- these are the 6 stages and then every milestone, every stage letting them know you've got there so they can see where they're up to in the process.”

12:20 - 💬 “A little tip on improving your customer experience by doing very little in terms of changing your processes, but just by communicating better in a standardised way.”

TIMESTAMPED OVERVIEW

00:00 Implementing simple systems revolutionises communication for businesses.

05:28 Communicate the deposit process with clear, timely updates.

07:37 Effective communication reduces the tenant's end-of-lease stress.

10:15 Early delivery allows for a flexible estimated due date.

VALUABLE RESOURCES

Website: https://www.systemizeyoursuccess.com

Facebook Group: https://facebook.com/groups/systemsandoutsourcing/

LinkedIn: https://linkedin.com/company/systemsandoutsourcing/

Instagram: https://instagram.com/systems_and_outsourcing/

YouTube: https://youtube.com/@drsteveday42

ABOUT THE HOST

Steve used to be a slave to his business, but moving to Sweden in 2015 forced him to change how he worked. He switched to running his businesses remotely. After totally nailing this concept, he spent his time helping other small business owners do the same. Steve has been investing in property since 2002, has a degree in computing, and worked as a doctor in the NHS before quitting to focus full-time on sharing his systems and outsourcing methodology with the world. He now lives in Sweden and runs his UK-based businesses remotely with the help of his team of Filipino and UK-based Virtual Assistants.

Most business owners feel overwhelmed because they don’t know how to create systems or get the right help.

Our systems and outsourcing Courses and coaching programme will help you automate your business and work effectively with affordable virtual assistants. That way, you will stop feeling overwhelmed and start making more money.